Return Policy

Our Plant Promise

At Xythovord, we're committed to delivering healthy, vibrant plants that thrive in your space. We carefully package each plant to ensure it arrives in excellent condition. However, we understand that sometimes things don't go as planned. That's why we've created a straightforward return policy to ensure your complete satisfaction.

Plant Health Guarantee

All our plants come with a 14-day health guarantee. If your plant arrives damaged or shows signs of poor health within 14 days of delivery, we'll replace it or provide a refund.

To claim our health guarantee, please:

1. Take clear photos of the plant showing the issues
2. Email the photos to info@xythovord.world within 14 days of delivery
3. Include your order number and a brief description of the problem

Our plant specialists will review your case and respond within 2 business days.

Exceptions to the Health Guarantee

Our health guarantee does not cover:

• Plants that have been repotted or significantly altered from their original condition
• Damage resulting from improper care or conditions (e.g., overwatering, inadequate light)
• Minor imperfections that are normal for living plants (e.g., small leaf spots, natural variations)
• Plants exposed to extreme weather conditions during delivery delays beyond our control

Return Process for Non-Plant Items

For pots, tools, and other non-plant items, we accept returns within 30 days of delivery if the items are unused and in their original packaging.

To Return Non-Plant Items:

1. Contact us at info@xythovord.world to request a return
2. Once approved, you'll receive return instructions and a return label
3. Package the item securely in its original packaging
4. Attach the return label and send the package back to us

Return shipping costs are the responsibility of the customer unless the return is due to our error (such as sending the wrong item or a defective product).

Refund Processing

Once we receive your return or approve your plant health guarantee claim:

• We'll inspect the returned item or review your plant health claim
• If approved, we'll process your refund within 5 business days
• Refunds will be issued to the original payment method used for purchase
• You'll receive an email confirmation when your refund is processed

Please note that it may take an additional 3-10 business days for the refund to appear in your account, depending on your financial institution.

Exchanges

We offer exchanges for products of equal or lesser value if you're not completely satisfied with your purchase. If you wish to exchange for an item of greater value, you'll need to pay the difference.

To request an exchange, please contact us at info@xythovord.world with your order number and the item you'd like to exchange for.

Damaged in Transit

If your order arrives with shipping damage:

1. Take photos of the damaged packaging and the damaged items before unpacking completely
2. Contact us within 48 hours of delivery
3. Email the photos to info@xythovord.world along with your order number

We'll work with the shipping carrier to file a damage claim and arrange for a replacement or refund.

Seasonal Considerations

Plants are living organisms sensitive to environmental changes. During extreme weather (very hot or cold periods), we may temporarily adjust our return and shipping policies to ensure plant health. These adjustments will be communicated during the checkout process.

Gift Returns

If you received a plant or product as a gift, we're happy to assist with returns or exchanges. Please contact our customer service team with the gift receipt or the name of the person who purchased the gift for you, and we'll help process your return or exchange without notifying the gift giver.

Plant Care Support

Before returning a plant that doesn't appear to be thriving, we encourage you to contact our plant care specialists. Many common issues can be resolved with adjustments to care routines. Our team is available to provide personalized advice to help your plants flourish.

Email our plant care team at info@xythovord.world with photos of your plant and a description of the issue.

Cancellations

If you need to cancel an order:

• Orders that have not yet been processed can be canceled for a full refund
• Once an order has been processed or shipped, it cannot be canceled, but you may return it following our return policy

To request a cancellation, please contact us as soon as possible at info@xythovord.world with your order number and a request to cancel.

Contact Us

If you have any questions about our return policy or need assistance with a return or exchange, please don't hesitate to contact us:

Email: info@xythovord.world

Phone: +64 3 477 9200

Address: 27 Princes St, Dunedin 9016, New Zealand